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NPS calculator
Enter how many promoters, passives and detractors you have, how many people gave each score, or paste a column of 0–10 answers. You get your Net Promoter Score, how sure you can be of it, and how it compares with your industry.
Your numbers stay in this browser tab. Nothing you type or paste is sent to trulyform.
How Net Promoter Score is calculated
NPS comes from one question, “How likely are you to recommend us to a friend or colleague?”, answered from 0 to 10.
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01
Sort each answer into a group
9 or 10 is a promoter, 7 or 8 is a passive, and 0 to 6 is a detractor.
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02
Turn each group into a percentage
Divide the group by the total number of responses. Passives count in the total.
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03
Subtract detractors from promoters
Promoter percentage minus detractor percentage is your NPS, a whole number from −100 to 100.
A worked example
You collect 200 responses: 110 promoters, 50 passives and 40 detractors.
55% of promoters minus 20% of detractors gives an NPS of 35.
Your NPS
35 Favorable
200 responses
- Promoters
- 55%
- 110
- Passives
- 25%
- 50
- Detractors
- 20%
- 40
Measuring satisfaction with one visit or order? Use the CSAT calculator.
What is a good NPS?
Any score above zero means more people would recommend you than warn against you. Beyond that, the bands below are the ones Bain & Company, who created the Net Promoter Score, use to read a result.
The most useful comparison is still your own earlier score, with the same question asked to similar customers.
Bands: Bain & Company. Medians: Retently 2026 NPS benchmarks.
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80 to 100 World class Your score
Almost everyone would recommend you. Very few companies stay here.
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50 to 80 Excellent Your score
Promoters clearly outnumber detractors. Loyalty is a real asset.
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20 to 50 Favorable Your score
More fans than critics. Most established companies land here.
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0 to 20 Good Your score
Promoters edge out detractors. There is room to grow.
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−100 to 0 Below zero Your score
More detractors than promoters. Read the reasons behind the low scores first.
Calculate your score above, then pick an industry to compare.
NPS survey questions to ask
An NPS survey starts with one required question. A few short, optional ones after it show what is behind the score.
Ask “why” right after the score. The score tells you how many people would recommend you. The reason tells you what to keep doing and what to fix, and that is the part you can act on.
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1
How likely are you to recommend [company] to a friend or colleague?
NPS, 0 to 10
The question behind the score. Keep the wording the same each time so your results compare.
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2
What is the main reason for your score?
Long text
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3
What would have made your experience better?
Long text
Shown only to people who score 0 to 6
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4
What do you like most about [product]?
Long text
Shown only to people who score 9 or 10
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5
Which of these matters most to you?
Single choice · Price · Quality · Support · Ease of use
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6
How long have you been a customer?
Single choice · Less than 6 months · 6 months to 2 years · More than 2 years
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7
How did you first hear about [company]?
Single choice · A recommendation · Search · Social media · Other
Good questions
A few things you might wonder.
Still curious? Send us a note or email support@trulyform.com.
What is Net Promoter Score?
NPS measures how likely people are to recommend you. It comes from one question answered from 0 to 10, and the score runs from −100 (everyone is a detractor) to 100 (everyone is a promoter). Fred Reichheld introduced it in Harvard Business Review in 2003.
How do I calculate NPS?
Work out what percentage of all responses are promoters (9–10) and what percentage are detractors (0–6), then subtract the detractors from the promoters. Passives (7–8) count in the total, so they lower both percentages, but they are not added or subtracted themselves.
Can I paste scores from a trulyform CSV export?
Yes. Open the CSV file in a spreadsheet, copy the column with your 0–10 question and paste it in. Blank cells are dropped. The column title and anything that is not a whole number from 0 to 10 are left out, and the calculator tells you how many.
What does the margin under the score mean?
Your responses are a sample of all your customers, so the score you measure moves around the true one. The margin is a 95% confidence interval: with more responses it narrows. A move smaller than the margin may be noise rather than a real change.
What is a good NPS?
Above zero is good, above 20 favorable, above 50 excellent and above 80 world class, in the bands Bain & Company use. The score also depends on your industry, on who answers and on when you ask, so compare it with the industry medians on this page and, above all, with your own earlier results.
Does trulyform calculate my NPS?
No. trulyform collects each score and reason in your response inbox. Export a CSV file or connect Google Sheets, then paste the scores here to get your NPS.